Operational Capacity Analysis

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Operational Capacity Analysis to Support Healthcare Outcomes

for Veterans

(or the unintended effects of asking simple questions…)

PERFORMANCE AND PLANNING EXCHANGE (PPX)January 26, 2016

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Presentation Outline• About VAC

• Context

• Scope of work

• Samples

• Future steps

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About VAC• VAC = Department of Veterans Affairs, Veterans

Review and Appeals Board, Ombudsman• Responsibility for pensions/benefits and services

for war veterans, retired and still-serving members of the Canadian Forces and Royal Canadian Mounted Police, their families, as well as some civilians.

• 3555 personnel• 4 Branches ( Service Delivery, Strategic Policy and

Commemoration, Strategic Oversight and Communications, Human Resources and Corporate Services)

Service Delivery• 4 Divisions Field Operations (District

Offices and client services), Central Operations (Adjudications), Program Management (Treatment and Benefits), Health Professionals)

• 1550 personnel

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Total Department Workforce Service Delivery Workforce

5SERVICE DELIVERY NETWORK

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Health Professionals Division• Admin Staff (6)• Field Staff

– Medical Officers (41)– Nurses (55)– Occupational Therapists ( 60-all

contractors)• Directorate of Mental Health (23)

– Psychologists – Social Workers– Other occupations

Context• New Health Professionals

Division formed in 2012• New DG Fall 2014• New Departmental Strategy• ( new DM new Min VA)• Performance Measurement

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VAC PAA (2015-16)

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Scope of HPD Workload Project• Inventory activities

– (what are we doing?)• Workload analysis

– (how busy are we?)• Logic Model

– (are we doing the right things?)• Performance Measurement framework

– ( are we achieving the right outcomes?)

Inventory of HPD activities

Workload Analysis – Data Collection

Workload Analysis – Data Comparisons and Validation

Activity Flow (Inputs to Outputs)

Nurses OTs

Workload Analysis Model / Tool

Workload Analysis Model / Tool

Workload Analysis Model / Tool

Workload Analysis Model / Tool

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Summary and Analysis of Capacity/Utilization Results• Workloads can vary significantly from region to region

• Activities can vary significantly from province to province

• Analysis of “outliers” provides potential opportunities for process

improvement

• HPD staff continue to go “above and beyond” to help meet Healthcare

Outcomes for Veterans

HPD Engagement

HPD Support to Strategic Outcome 1

HPD Support Various PMF IndicatorsHPD Engagement

HPD Support Various Program Performance Measurement Strategies

Linking Activities and Outputs to Outcomes and Performance

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Benefits and Lessons Learned• Validation

• Information for decision making

• Communication

• Need to implement and sustain

Next Steps• Validate workload nationwide ( all offices)

• Extract workload volumes from existing databases

• Deploy scenario-playing model nationwide

• Report and forecast

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Contact:cyd.courchesne@vac-acc.gc.ca

613 945-6939